Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

I sent a similar letter to the BBB of Las Vegas, Nevada. I'm awaiting a response from them. And I emailed this letter to you yesterday I missed the file a report button. I'm not trying to be redundant.

Thank you for posting it on the web.

Byron Baldwin

February 18, 2002

Dear Sir or Madam:

These are some ills I found in my Toyota Four Runner after Findlay Toyota replaced the motor and I suppose the clutch at a cost of $4579.39. The time it took Findlay to replace the motor was excessive and unprofessional. The original quote that I had to ask and insist to be written down was for $3498.00 to replace the engine and clutch.

I'd like to request money back for problems resulting from unfinished work due to the service manager (Brooklyn Joe Saponaro) driving the truck out of the shop to collect monies. I do have estimates and receipts for hourly wages and parts. The truck has had to be done which has cost me money in my own business due to down time. After seeing them drive and let me take the truck with so many loose bolts I did not and will not trust Findlay Toyota to work on my vehicle any longer.

Seven total out of fourteen, engine-mounting bolts were found to be loose or missing. Of the four engine mounting bolts that were not installed, three were missing on the driver's side after Findlay Toyota replaced the engine. They did replace and tighten the missing engine-mounting bolts upon my return to their service dept. with the truck.

These things happened after I returned the Toyota 4 Runner to the service dept and complained about many bolts missing and loose.

My mechanics found one top bell housing bolt missing. Another top bell housing bolt completely loose, in other words, half of the bolt was out. The transmission started making a consistent loud hum/hiss noise upon returning to California. A bearing is being replaced.

They did not clean out the engine compartment.

The truck actually ran quieter and more smoothly when I drove the truck into Findlay Toyota. The valves were very noisy on the replacement engine. A valve adjustment quieted them down.

Since they returned the truck to me the oil pressure gauge does not work. It worked well, before I took into Findlay Toyota to have the work done correctly.

The starter went bad within 100 miles after driving out of the Findlay parking lot. I found the bolts to be loose all around the starter; this is probably why the starter went bad.

The alternator also went out in the first 100 miles after they gave the truck back to me.

I purchased a new battery and alternator in Las Vegas.

I've read that there are people that train service managers to get more money out of the customers when they are stranded without their vehicle. Findlay must have passed that training with flying colors at a loss for public opinion in Henderson, NV. My neighbors in Henderson, NV and Los Angeles, CA and Northern California do not have a high opinion of Findlay Toyota because of how they treated me and their work performance on my truck.

Now I've had much down time on repairing these things that Findlay Toyota could have and should have completed before driving it out of the garage to give to me so they could receive payment. I've also hired mechanics to help me finish the repairs.

I'd like a payment from Findlay for the mechanic hours and parts that have had to be found and replaced from all the missing and loose bolts.

I'd also appreciate an apology from Findlay Toyota for doing such poor work on my truck after I trusted the dealer to do excellent work on my truck.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.

In response to the case files by MR. Bryon Baldwin. To give a little back ground on this vehicle. MR. Baldwin had a claim to his insurance company because the vehicle had been involved in a flood and submerged. The insurance company had totaled the vehicle and MR Baldwin repurchased it from the insurance company.

MR Baldwin brought the vehicle to us and requested the engine replaced. (see repair order 208760) Along with the engine replacement we recommended numerous other repairs that the vehicle needed. Ultimately MR Baldwin declined the additional repairs.

MR Baldwin did return to us the day after he picked up the vehicle and our shop Forman replaced a missing nut on a mount and tightened a bolt on the A/C compressor. MR Baldwin also had a complaint of the oil pressure gauge which he declined replacement of the dash gauge unit and a check engine light which was caused by the aftermarket headers that were on the vehicle.

MR Baldwin states in his letter he had to replace the alternator after the first 100 miles. When the vehicle left here, the charging system was working. It would not be unusual for electrical components to fail after they have been submerged. We just do not replace items arbitrarily because we may think they may fail. If a component is working properly after we reinstall it would be a disservice to a customer to recommend its replacement.

The valve adjustment that MR Baldwin refers to is a normal maintance item. The valves may need adjustment within the first 600 to 1000 miles if they are noisy. The attached copies if the warranty and owners manual states that the adjustment is needed.

According to MR Baldwins letter he had to hire a mechanic to finish the job, but has no receipts. Without some type of documentation from a business it is impossible for us to consider any type of adjustment.

In closing, we have had no contact from MR Baldwin in 10 months, since May 25, 2001. The warranty on our work is 12 months unlimited miles and the engine is 3 years. If MR Baldwin feels there is issues with the quality of work or has a warranty problem and he no longer lives in town, he can take the vehicle to any Toyota Dealer for evaluation. Simply have the dealership contact me directly and we will be happy to review his concerns.

Sincerely

Scott Ramer
Parts and Service Director

PS: This letter was sent to the BBB on April 1, 2002. I also attempted to contact MR Baldwin and have never had a response. As stated in our letter, we would be glad to address any concerns MR Baldwin has but we have not heard from him in over a year.

Corporate Advocacy Program: The best way to manage and repair your business reputation. Hiding negative complaints is only a Band-Aid. Consumers want to see how businesses take care of business. All businesses will get complaints. How those businesses take care of those complaints is what separates good businesses from bad businesses.